Overview At Screwfix, our customers are at the heart of everything we do. Reporting to our Senior Customer Experience Manager, you’ll help shape seamless, end‑to‑end shopping experiences for millions across our omnichannel business. Using data and insight, you’ll identify pain points, drive improvements, and influence meaningful cross‑functional change.If you’re collaborative, experienced in delivering results as a project lead or SME, and motivated by customer‑first thinking, this role offers the pace, variety, and opportunity to make a real impact.Applications for this role will close on Monday 2nd February at 5pm. What's in it for you?Discretionary annual bonus up to 20%33 days' holiday (including bank holidays, 5 of which can be taken flexibly)Hybrid working with up to 2 days working from homeFlexible start and end times around core working hoursBuy More Holiday - eligible colleagues can boost their holiday allowance by up to one extra weekEV Car Scheme in Partnership with Tusker - eligible colleagues can lease a brand-new or pre-loved electric vehicleUp to 14% employer pension contributionsLife cover up to 4x your salaryHealth cash plan and discounted gym memberships (up to 25% savings)20% discount at Screwfix and B&Q Responsibilities You’ll be the voice of the customer in the room, using insight and data to drive meaningful improvements. That includes:Utilising customer insights to inform product development, marketing, and service improvements.Identifying customer pain points and opportunities for improvement across thecustomer journey.Being a driving force to streamline customer interactions and reduce friction points.Delivering improvements to agreed focus areas working cross-functionally with business process, projects, and system owners.Joining projects as an SME to ensure omni-channel customer experience is considered and implemented as change is delivered.Collaborate with relevant functional areas to optimise processes that impact the customer experience.Supporting the creation of customer communication strategies, ensuring consistent and effective messaging across all channels.Supporting creation of customer communication during product launches, service updates, and issue resolutions.Tracking and measuring the success of delivered changes. Qualifications Experience in customer experience management, customer service, or a related field preferred. Proven leadership experience, with a track record of working cross functionally and driving results. Strong analytical skills with experience in data-driven decision-making.Excellent communication and interpersonal skills. Ability to work collaboratively with cross-functional teams. Passion for customer service and a deep understanding of customer needs.At Screwfix, Your Wellbeing Comes First:Financial wellbeingWagestream access to track earnings and saveAccess to the Kingfisher Share SchemeColleague support fundExclusive offers and discounts via our Hapi appCycle-to-work scheme and savings on bikesEvery day benefitsCareer progression and development programmesCoaching and mentoring to help you thriveAccess to wellbeing resourcing including PepTalkSupport networks available Recruitment ProcessWe review applications on an individual basis, and if we feel you would be a good fit we’ll invite you for a call or Teams video for an informal chat about the role, and to see if we’re a good fit for you. From there you can expect a comprehensive process, with regular contact from the Talent Acquisition team who are always available, for any queries you may have.We value open and honest conversations and collaboration, giving you a chance to learn about what we are doing in an informal and friendly environment. We want to know about you and why you feel that this is the opportunity that excites you.Sustainability at ScrewfixWe’re committed to building a better future for our community and our planet. That’s why we’re doing everything we can in six key areas: eliminating carbon emissions, reducing and recycling waste, sourcing responsibly, keeping products in use for longer, selling more sustainable products and providing sustainable packaging. We’re on a mission to put sustainability at the forefront of everything we do. Join us.We’ve worked hard to create a culture of inclusivity and genuine community. We’re a company built on teamwork, and the best teams are ones in which everyone can share their view. Whatever your background, however you identify, you’ll be listened to, encouraged, and given the tools and training you need to get ahead. You’ll always know where you are with us. We’re open. We’re fair. And we believe in opportunities for everyone.
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